Flight tickets

Pommeraie99

I purchased flight tickets from Heathrow to Detroit with KLM.  This included one piece of hold luggage. I actually have a screenshot confirming this. When the tickets arrived it showed no hold luggage included. After several emails back and forth and 1 hour 10 minutes on the phone to customer services I was eventually told that this was a known error that they were working on. I was told to pay for the luggage, save the receipts, and claim when I got home. This I did but now the airline is refusing to pay the money back. Is there anything further I can do to get my money back? 

eskbanker

Pommeraie99 said:

I purchased flight tickets from Heathrow to Detroit with KLM.  This included one piece of hold luggage. I actually have a screenshot confirming this. When the tickets arrived it showed no hold luggage included. After several emails back and forth and 1 hour 10 minutes on the phone to customer services I was eventually told that this was a known error that they were working on. I was told to pay for the luggage, save the receipts, and claim when I got home. This I did but now the airline is refusing to pay the money back. Is there anything further I can do to get my money back? 

Were you told this in writing?

https://www.klm.co.uk/information/legal/about-klm gives a UK address so you should be able to pursue them via small claims if they're uncooperative....

Just to check, it was a direct purchase from KLM, rather than via a travel agent?

born_again

Who did you buy the tickets from?

Pommeraie99

Direct from klm

Pollycat

eskbanker said:

Pommeraie99 said:

I purchased flight tickets from Heathrow to Detroit with KLM.  This included one piece of hold luggage. I actually have a screenshot confirming this. When the tickets arrived it showed no hold luggage included. After several emails back and forth and 1 hour 10 minutes on the phone to customer services I was eventually told that this was a known error that they were working on. I was told to pay for the luggage, save the receipts, and claim when I got home. This I did but now the airline is refusing to pay the money back. Is there anything further I can do to get my money back? 

Were you told this in writing?

https://www.klm.co.uk/information/legal/about-klm gives a UK address so you should be able to pursue them via small claims if they're uncooperative....

Just to check, it was a direct purchase from KLM, rather than via a travel agent?

Do you have it in writing?
What is KLM's reason for refusing to pay the extra you paid?